Dealer Reviews
Service Reviews
Cars for Sale
Dealer Log In
Dealership
Koons Ford of Annapolis - Service Center
Annapolis, MD
949 Reviews
This rating includes all service center reviews, with more weight given to recent reviews.
Service Price Transparency
Workmanship
Service Time
Service Communication
949 Reviews of Koons Ford of Annapolis - Service Center
Sort by
March 15, 2013
EDIT- After posting this review and several others, Koons Ford Annapolis refunded my money but never admitted that they gave me a bad diagnosis. The truck in question still is running fine. They asked me to Ford Annapolis refunded my money but never admitted that they gave me a bad diagnosis. The truck in question still is running fine. They asked me to remove this review. I won't because I think it is still an accurate portrayal of the service I received but in all fairness after a few weeks of pestering them they did refund my money. Would you be upset if someone tried to sell you a new engine on a car that didn't need one? A day later, the truck was fixed for around $200. And now Koons won't refund any of the money I paid to have it towed to another shop or for the misdiagnosis ($178) , nor will they admit the truck doesn't need a new engine, even though it's been running fine ever since. Share this and spread the word. oh yeah, and don't buy anything from Koons. More
by hangdog
Employees Worked With
Jody, Julie Wooden, Andy
July 09, 2012
Before I moved to Annapolis, I always had service on my vehicle performed by the local dealership in their in-house oil/tire center and what not; thus, in Annapolis, I naturally sought out Koons to perform vehicle performed by the local dealership in their in-house oil/tire center and what not; thus, in Annapolis, I naturally sought out Koons to perform similar work on my car. I was not impressed. Here's the list of things I noticed. - There were a lot of workers standing around and chatting inside of the drop-off area. Now, they may have been on break, but none of them seemed to care that I had driven my car in. - The head service guy there that day came off as a "used car salesman" type, trying to rush me through things. He took my keys and sent me to the waiting area. - The waiting area was very disappointing. Compared to other dealers, this one was a dump. - The service took three times longer than what the head service guy told me it would. - After the oil change and tire rotation was done, the head guy came to me with a list of things that his mechanics noted needed attention. I am not conversant on car parts and equipment, and he tried to get me to have most of these taken care of in this visit without explaining what any of it was. I denied it and had a mechanic friend and a separate service center look at my car, both of whom said that Koons was trying to get me to schedule some unnecessary work. - My car is white, and there were smudges from dirty workers' hands all over the front of my car when completed. My impression of Koons Ford is that it is the service center you hear the commercials criticizing where they find/make things to work on with your vehicle just to make a quick buck. I will not return. More
by metdawg
Employees Worked With
Earl Mosby
November 18, 2011
Car was brought in on August 2nd with a locked up engine. I was told the car needed a new engine. Today is November 18th, and the car is still not done. Phone calls are not returned. When I do get someone on I was told the car needed a new engine. Today is November 18th, and the car is still not done. Phone calls are not returned. When I do get someone on the line (they screen calls with Caller ID), I am told outright lies. The first round of delays was not entirely Koons' fault. The warranty company dragged its feet getting the car diagnosed. After that was done (about 3 weeks), I had to wait 3 more weeks for a new engine to arrive. Once the new engine came in, it took about 12 days to get the old engine out. When I asked, "Why didn't you guys pull the old engine out while waiting for the new one to arrive?" I was told that's not how it's done. So, it took about 2 weeks to get the new engine in. After that, they determined that the engine was making a funny noise. "One of our service guys will take it for a road test," I was told. That took 2 days. "It's still making a noise, I'll take it for a test personally." Their "road test" involves taking my car home for the night. So each "test" takes a day or two. The first guy "didn't live far enough away" for an accurate test. The second guy did. When I asked if there was any way to conduct these test other than taking my car home for the night, I was told "No, that was just wasn't possible." So, they decided that the brand new engine was faulty. A new one needed to be ordered. Three more weeks. We're about 2 and a half months into this ordeal. A new engine arrives. I'm told it will take a week and a half to install. Meanwhile, I watched my neighbor drop a new engine in his truck over a weekend with an engine lift, hand tools and a six pack. A week and a half goes by. Still no car. My calls are avoided. When I ask for someone in particular, they are magically "in a meeting about my car at this very minute...they'll call you RIGHT BACK." They don't. Because this ordeal was dragging so far along, I asked about the possibility of a loaner car. It took 24 days to get a response to that question. The response was "no" ... but why 3 weeks for an answer, despite that I called to ask about it several times per week? Not sure. I was given many different answers, not sure which one is has the lessor amount of lies. They tell me the car will be ready this Saturday... Or maybe Monday, just shy of my 4-month anniversary with Koons Ford of Annapolis. "Why didn't it take a week or so to put the new engine in?" I asked. "Well, that part of our service department was really busy this month. He's but in 3 or 4 new engines this week." "WAITAMINUTE!" I replied. "You put in 3 or 4 engines ahead of mine ... a car that has been in your shop for nearly FOUR MONTHS?!?!" "Well, they did those cuz they had all the parts...." was the weak answer. "What parts were missing from my repair job?" "..." That's the kind of stalling lies I've been getting. The car broke down at the end of July.... It is Thanksgiving next week. Think about that before you try the service department at Koons Ford of Annapolis on Riva Road. More
by Adverb
Employees Worked With
Carl
July 19, 2011
I took my 2005 Mustang GT to have body work done at Koons Ford's Body shop. My car has been worked on 4 times now and it still has not been done right. First there was a hazy residue underneath the clear coa Ford's Body shop. My car has been worked on 4 times now and it still has not been done right. First there was a hazy residue underneath the clear coat. Very noticeable throughout the whole side that was worked on. Bob the manager said he never saw this before in his 30 plus years. They tried to cheat and buff it out with no avail. So, they tried to fix it by removing the clear coat and re-clear coating it. It looked ok when I first picked it up after they re-clear coated it. Two days later somebody or something chipped a small piece of paint off on the driver's side (this side that was worked on) door in a parking lot. While looking at the damage my wife and I noticed that a large paint chip came off the bottom corner of the door all the way down to the primer. Looking a the chipped area I noticed the paint had a rough texture running the bottom of the door approximately one inch high. This was only on the door not the fender, quarter panel or rocker panel. I took the car back and Bob the shop manager could not give me an explanation again. He put touch up paint on the chipped area and said come back in a few weeks. I came back after a few weeks. I had to wait for Bob to finish a conversation about politics for 10 minutes or so before he cam and saw me. He said he was going to sand the whole door down and re-paint it. After the car was done, I picked it up and noticed that they painted over the small pain chip from the parking lot. I found that disrespectful after they have messed up several time now. He did say he was going to sand the whole door down which would of course include the small paint chip. But, technically they are not liable to sand that chip out. So, I let it go. Looking over the car later at my house I noticed small bumps on the door about the size of a small grain of sand. There was only a few so I did not care. However, a few weeks later these small bumps/bubbles showed up all over the door. So, I spoke with the Manager Joe Koons about my car and got it in to be worked on again. Hoping that Bob's manager Joe would motivate him to do the job right. But, no luck with this. The door has sanding marks in it. Smudge marks in it, pin holes, some bumps/bubbles, and you can see where the bumps where removed and not sanded out smooth. Bob said he had Dupont out and that the bumps/bubbles where from wax being applied prematurely. He claims that the wax sealed the paint. For one thing I did not wax the side that was worked on and a clear coat seals the paint anyways. Now, I have to fight them for a refund because the clearly cant do the job right. More
by mhbussink
Employees Worked With
Bob
November 22, 2008
I took my 2007 Ford 500 to the service department on 11-15-08 and asked for an oil change and a tire rotation. The service representative, Mr. John Tripodi, wrote the service order for an “A Service,” 11-15-08 and asked for an oil change and a tire rotation. The service representative, Mr. John Tripodi, wrote the service order for an “A Service,” explaining, “we call this an A Service, we change the oil, rotate the tires, and check a few other things.” I signed the service order and waited for my car to be serviced. When the service was completed, the cashier presented me with a bill in the amount of $193.06. I inquired about what I believed was a lot to pay for an oil change and a tire rotation, which typically cost me about $50.00 at Koons Ford for previous oil changes, and she summoned Mr. Tripodi to explain the charges to me. His response was, “we discussed this in the service area, your car has 40,000 miles on it, you ordered the A Service.” What I thought I ordered was an oil change and a tire rotation. More
by koonsripoff
Employees Worked With
John Tripodi
November 12, 2004
They had my vehicle for five hours and never touched it I watched them pull the truck into the bay when I left at 8am. They said someone would call aroung noon. When I did not receive a call I called them a watched them pull the truck into the bay when I left at 8am. They said someone would call aroung noon. When I did not receive a call I called them at 1pm . They said we have not done anything with the truck but look at it. They were suppose to change the oil and put on new brake pads. What requires five hours of staring at a truck for that purpose. More
by bmcadams
Employees Worked With
Jim
November 11, 2004
Each time I've visited the service dept, I have been either ignored, treated disrespectfully, or my calls have not been returned. I will never buy another vehicle from this dealer until they fix the cus either ignored, treated disrespectfully, or my calls have not been returned. I will never buy another vehicle from this dealer until they fix the customer relations problems that they have in service.<br><br>So far, I've bought two new vehicles that could have been Ford products in the past 5 years. And I spend an average of $2,000 on service for my vehicles per year with a private mechanic, since Koons Ford's service department is so poorly motivated.<br><br>Considering all the money spent on attracting new customers, it just makes sense that they would try to keep the customers they already have. Not so, and it's sad, since I love my Ranger. More
by Ranger
Employees Worked With
Service Dept
June 10, 2004
I had a vehicle taken in for repairs and body work from an accident. They made the repairs to the vehicle and were instructed to contact me with an estimate for the body damage. 9 days later I still had no an accident. They made the repairs to the vehicle and were instructed to contact me with an estimate for the body damage. 9 days later I still had no phone call and when I called them was told "o yea the reapirs are all done and the estimate was with the ticket. "I asked why no one called me and why I was not give the estimate for the body work. The contact Bill Smith told me he did not know and acted as if he really did not care. It cost me several days of unnessary rental usage becouse they decided that the customer don't matter and don't need to call them and keep thier word with us. I would not recommend this dealership for any service, repair or purchases. This was the worst experience I have ever had in a dealership. More
by bengals97
Employees Worked With
Bill Smith
May 24, 2004
The service dept is non-responsive to customers. They don't call when they say they will, they don't finish work on time, they refuse to provide loaner vehicles even when it's their fault the car has to don't call when they say they will, they don't finish work on time, they refuse to provide loaner vehicles even when it's their fault the car has to be kept over, and several times we had to take our car back because the service they performed wasn't done correctly. They're usually very nice and apologetic, but that doesn't get the job done on time, or correctly. We bought our Explorer here and when it's time for another car we'll go elsewhere. More
by jeschramm
Employees Worked With
Service
